Bold360

JANUARY 19, 2017

Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership.

2017 91

2017 Customer Experience Books Consulting 91

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

Customer Bliss

DECEMBER 19, 2017

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. As 2017 comes to an end, I want to thank all of you who have taken the time to listen to my podcast. Build Customer Growth Through Trust and Great Leadership.

Chief Customer Officer 107

Chief Customer Officer Customer Experience 2017 Leadership 107

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Published on: July 26, 2017. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Share this page on: Tweet.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

Chief Customer Officer 111

Chief Customer Officer 2017 ROI Leadership 111

Customer Bliss

NOVEMBER 23, 2016

As you know, what comprises a customer experience transformation needs to be clarified and agreed to, so you can use this as both an audit and communication tool. Many of these ideas are contained in Chief Customer Officer 2.0 The Reality Check Audit And 2017 Goals. and my other books and speeches.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

Talkdesk

OCTOBER 9, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Creating Customers For Life. Mike Zinne, VP of Customer Experience, Zendesk.

2017 40

2017 Chief Customer Officer Metrics Customer Centricity 40

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

2017 45

2017 2018 Chief Customer Officer NPS 45

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Eptica

MAY 11, 2017

Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience. Published on: May 11, 2017. The event also saw the unveiling of the 2017 Magic Quadrant for the Customer Engagement Center (CEC). This was backed up by the statistics shared by analyst Ed Thompson in his session.

Customer Experience 51

Customer Experience 2017 Chief Customer Officer Events 51

Forrester

APRIL 3, 2017

At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. What has Australia Post done to improve its customer experience?

Chief Customer Officer 65

Chief Customer Officer 2017 Events Omnichannel 65

Stella Connect

JUNE 5, 2017

Thomas will discuss how Safelite AutoGlass® brings “unexpected happiness to people’s everyday lives” by focusing on four cornerstones (leadership, focus, talent, and caring) that bring out the best in employees—thus ensuring an outstanding service experience. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Michelli Experience

JULY 11, 2017

It is this “same logic” that drew my support for the chief customer officer (CCO) concept around 2006. Despite the general attractiveness of placing senior level leaders at the helm of enterprise-wide efforts, I’ve found myself resistant to the slowly emerging Chief Artificial Intelligence Officer (CAIO) movement.

Information 45

Information Chief Customer Officer Customer Experience Management 45

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? Customer Contact East: A Frost & Sullivan Executive MindXchange. Oracle Modern Customer Experience. Chief Customer Officer Exchange. You can find the 2017 – 2018 calendar here. April 8 – 11, 2018.

Events 60

Events 2018 2019 Customer Experience 60

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? Happy New Year! Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy !

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. The importance of security and GDPR to the digital customer experience.

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. I spoke to a director of Consumer Experience at a major California health insurer, who explains, “some companies are further along than others.

Customer Experience 59

Customer Experience Chief Customer Officer 2017 Touchpoint 59

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. For some seasoned executives who think more about product, price, and process, this customer focus is scary. Is your customer strategy for 2017 ready and scalable? Customer strategy: Unite and build. They may push back.

Chief Customer Officer 197

Chief Customer Officer 2017 Leadership Customers 197

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

Events 48

Events CEM 2017 Chief Customer Officer 48

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Sales Enablement.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. Have A System That Fosters Customer Convenience and Ease.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114

ShepHyken

DECEMBER 26, 2016

As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron. Brian Solis: 2017 is the Year of Customer Experience (CX) Derek Handova.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Customer Bliss

DECEMBER 5, 2017

Hicks Bowman, who goes by Angie Hicks, is the Chief Customer Officer of ANGI Homeservices. Prior to assuming this role in September 2017, Ms. An Entrepreneur Must Persevere Through the Dark Times. Angie shared some great insights to shed light on how hard it can be to start and run your own business.

Chief Customer Officer 129

Chief Customer Officer 2017 2013 2016 129

Oracle

JANUARY 13, 2020

For example, during the 2017 hurricanes that affected Texas, the Gulf Coast, and the Southeastern US, said Baldwin, retailers like Macy’s, Home Depot, and Lowe’s provided materials and financial support to communities.

Retail 54

Retail 2020 Customer Experience Omnichannel 54

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

2019 82

2019 Customer Experience Insurance Retail 82

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. Applying the same logic to customer experience, some companies have created customer hubs. Published on: August 19, 2020.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Quadient

JULY 17, 2017

Mon, 07/17/2017 - 23:00. As the CXO or customer experience executive in your organization, you are essentially the “change agent”. Ultimately your job is to drive change within the company i.e. culture change, customer experience change, and more. Having to align customer priorities. Experience.

Chief Customer Officer 52

Chief Customer Officer Insurance Customer Centricity 2017 52

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017. Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

CustomerSuccessBox

DECEMBER 6, 2021

He runs Glide Consulting as his means to enable companies to make wise decisions and gain control over their customer lifecycles and experience. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. She has spent over 20 years building and scaling world-class customer success organizations and operations.

2022 52

2022 Customer Success 2021 Consulting 52

Team HGS

AUGUST 22, 2017

I was speaking at a conference, and I asked VPs of customer service or chief customer officers if any of them had deployed bot technology. Maybe those left for your team of 40 are dedicated to your most loyal customers who are spending more. You can authenticate customers, too. Wed, 08/23/2017 - 11:53.

Webinar 52

Webinar Customer Service Chief Customer Officer Average Handle Time 52

CX Journey

JUNE 14, 2017

Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? The more people we can have on the customer's team, the better. Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources.

Chief Customer Officer 57

Chief Customer Officer Webinar NPS Consulting 57

Qualtrics

NOVEMBER 19, 2019

More from Danielle: How Retail Brands Get the Customer Experience Right. The customer experience is where we’re going to excel. If we don’t provide a great experience for our internal employees, there’s no way we can expect them to provide a great experience for their external customers.”.

2020 31

2020 Management Chief Customer Officer Healthcare 31